Google launched duplex calls with a demo last year at I/O conference. Over time, the company has received both praise and criticism for it. This AI-based reservation booking service seems too impressive and intelligent for a machine. Now that it has been using for real-world reservations, the company revealed that almost 25 percent of Google duplex calls are conducted by humans.
Google calls are not only supervised by Humans but also they can overtake the conversation whenever they think necessary. The service is still in the developemental phase, therefore, it is not the automated service the company advertised it as.
And in that, about 15 percent of the robot made calls humans had to intervene at some point in it. Google recently told the New York Times that duplex calls are often made by human operators at the call centers. In newspaper tests, the ratio was higher real human completed thee out four of their bookings. Last year on the demo, Google said that humans would be monitoring the AI system of calls, this was understood of course, Because we need operators for the surveillance.
But now as the product is available both for iOS and Android the company claimed it to be conducted by humans rather than AI. However, there are many reasons to rely on human surveillance. The first thing is that the duplex machine didn’t appear to understand the cues if the reservation is available. The duplex machine might need more training before we can incorporate it into the real world.
Google said that they are taking cautious steps to handle the business more efficiently, it also means gradually transitioning to the AI as it becomes better-suited to dealing with staff. With the initial test driving, Google is involved in collecting data for the service. Google duplex calls have almost rolled out everywhere in the US except Kentucky and Louisiana.
For the time being, the company is focusing on the next big thing for Duplex that is to automatically fill out web forms for things like rental cars or movie tickets, based on your preferences.